Travel Claims Handler

Rostella is based in the heart of Cardiff and provides quality car insurance services to car insurance provider Hedgehog in the UK, and more recently travel insurance services to 1Cover in Australia. This means we provide a range of functions including customer service, claims handling, underwriting, pricing and other car insurance related functions. We're a data-driven, agile company where everyone is expected to come up with ideas and help implement them to continually improve what we do and how we do it. Our aim is to create and maintain an industry-leading customer experience.

Rostella provides services to both Hedgehog and 1Cover, with both companies looking to grow their businesses. We have an exciting opportunity for a Claims Handler to join us and directly influence our customer experience in Claims. You will proactively manage an allocation of travel insurance claims from the initial report to closure.

While the office is based in Cardiff, the position offers the flexibility of hybrid working.

Your key responsibilities:

• Assessing indemnity, liability and quantum on Travel Claims
• Identification and referral of fraud indicators
• Pro-active case load management
• Negotiating settlement of claims
• Providing exceptional service to our customers
• Be conversant with the business’ compliance procedures and risks to ensure compliance with all regulatory and legislative requirements.
• Actively seek and provide input that may lead to improved operational processes within the claims area
• Support the Claims Team Leader with day to day departmental activity
• Ensure quality, service standards and productivity levels are maintained to a high standard and in line with the company’s expectations

Your skillset and experience:

• Experience working in a travel insurance claims environment (preferable but not essential)
• Strong communicator with an ability to build relationships with customers, third parties and Hedgehog suppliers
• Ability to interpret data to identify trends to inform action
• Self-motivated & able to work within a team framework

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

• Salary - £22,500 - £26,000 (depending on experience)
• Annual salary reviews
• 33 days annual leave (25 days + 8 bank holidays) increasing to 34 days with length of service
• A great central Cardiff working location with opportunities for hybrid working
• A constantly evolving approach to work. We understand the benefits of homeworking, and we also love working with our colleagues in the office.
• Nest Pension scheme
• We supply equipment, so that our employees can work comfortably from home and in the office
• We encourage and support our staff in professional training and qualifications, allowing our employees to take control of their own careers
• Refer a friend scheme
• Group social events (optional)